We understand that experiencing a technical issue can be disruptive to your practice, and we value the trust you place in us. That’s why we want to explain why we don’t offer refunds or compensation when these issues arise and how this long-standing approach has benefited both our customers and Zanda since our inception over 14 years ago.
In this article:
- Unmatched Value that Far Exceeds the Cost
- The Nature of Continuous Improvement
- We’re Only Successful if our Customers Are
- Uptime Exceeding 99.9%, External Audits, and Security and Privacy Certifications
- Our Commitment to Transparency and Fast Resolution
- Conclusion: A Policy for Mutual Benefit
Unmatched Value that Far Exceeds the Cost
We are committed to delivering exceptional value to our customers helping practices run more efficiently and effectively. Our platform saves time, reduces admin workloads, improves patient outcomes, and significantly streamlines processes. Whether it’s minimizing no-shows, freeing up staff time, or reducing errors in data entry, the positive impact on daily operations is substantial.
When issues arise, we understand that disruptions can be significant - precisely because our system plays such a vital role in your practice’s success.
However, it’s important to recognize that we charge only a small fraction of the value we provide. We continuously strive to provide exceptional value to our customers, with the benefits far exceeding the costs. While we understand that temporary issues or loss of functionality can be frustrating, offering compensation in such instances would not be practical or sustainable without significantly increasing our prices. This would make the platform inaccessible to the very practices that depend on it.
The Nature of Continuous Improvement
Software development is a dynamic, ever-evolving process at an ever-increasing rate. Unlike traditional software that remains unchanged after installation, SaaS (Software-as-a-Service) platforms like Zanda are continuously adapting to new innovations, user needs, and security requirements. The software continuously gets better, and all of our customers benefit from these upgrades without needing to pay extra, install updates, migrate data, or reinstall software.
Our team is constantly working to enhance the product, add new features, fix bugs, and improve security to stay aligned with the latest technological advancements. While we work hard to anticipate and resolve potential issues ahead of time, occasionally, some problems may only become apparent once the system is in active use. Unfortunately, this is an inevitable element of all software development.
We’re Only Successful if our Customers Are
Our success is entirely built on providing the best value practice management software in the market. While we don’t provide refunds or compensation when bugs or issues occur, Zanda’s growth is driven by our customers receiving exceptional value every month. Our plans are pay-by-the-month, with no lock-in contracts or minimum cancellation periods, and our customers are free to export their data at any time. This means customers only stay with us if we continue to provide great value.
While we understand that not everyone agrees with our policy, our focus on delivering exceptional value has enabled Zanda to achieve industry-leading customer retention rates and driven over 12 years of uninterrupted growth.
Uptime Exceeding 99.9%, External Audits, and Security and Privacy Certifications
We take the reliability, safety, and security of our platform seriously, and these are top priorities for our team. Our average uptime exceeds the industry benchmark of 99.9%. Additionally, we have a robust security and privacy program that includes penetration testing, ISO 27001 information security certification, and third-party assessments of our GDPR and HIPAA compliance.
Despite these efforts, as with any technology product, we cannot guarantee there will never be issues. The system is provided "as-is,” meaning that while we do our best to prevent problems, occasional bugs, technical disruptions, or other issues may still occur.
Our Commitment to Transparency and Fast Resolution
While we do not offer refunds or compensation, we are deeply committed to providing excellent customer support. Our team is always ready to assist you in resolving any issues, and we prioritize fixing bugs and technical problems as quickly as possible. We believe transparent communication and swift action are the best ways to maintain your trust and satisfaction with our service.
Conclusion: A Policy for Mutual Benefit
Our policy benefits all customers by allowing us to deliver a high-quality, innovative software platform at a competitive price. By focusing on long-term improvements and fairness, we provide continuous value that helps your practice grow.
While this approach may not align with individual expectations, it enables us to prioritize what truly matters: offering the best practice management system to make a real difference for your practice and patients. We are committed to supporting your business now and in the future as it evolves.